Senior Manager - Customer Support, Asia Pacific Japan

This role oversees support operations, escalations, team performance, and cross-functional collaboration with Product, Engineering, and Customer Success to ensure customers achieve maximum value from our products and services. This role will be based in Japan or Australia Your day-to-day Leadership & Strategy Lead, mentor, and develop a team of Technical Support Engineers, and Specialists Define and execute the support strategy, ensuring alignment with company goals and customer expectations Build a culture of accountability, customer advocacy, and continuous learning Establish staffing plans, KPIs, and operational frameworks to support growth and scalability Operational Excellence Oversee day‑to‑day support operations, including case management, SLAs, escalations, and resource allocation Build and refine processes to improve case commitments, response times, and customer satisfaction Implement best practices in knowledge management, documentation, and case review Drive tooling improvements for CRM, ticketing, monitoring, and diagnostic systems Customer Experience & Escalation Management Own high‑severity incident management and communication to both customers and leadership Serve as the executive point of contact for strategic or at‑risk accounts Analyze trends in product issues and customer feedback; partner with Product/Engineering t...